In our digital age, telehealth has become an invaluable tool for mental and behavioral health providers to reach and support a larger population of individuals in need. Telehealth is a great way to reach clients beyond your physical borders and can even help you find people in mental health deserts. While telehealth offers numerous benefits, such as increased accessibility and convenience, it also presents unique challenges and potential pitfalls. You might be making 7 mistakes that stop you from using telehealth to its full potential. Let’s dive in.
1. You’re Using the Wrong Telehealth Platform
There are a lot of video conference options available, but video calls through your usual apps won’t cut it. For one, most of these apps aren’t HIPAA-compliant – some of them aren’t even secure. The days of Zoom bombings might be over, but now, even professional solutions might use your call data to train AI. In addition, not everyone is technically savvy (that includes some providers, no shame in that). It can be challenging to get clients to download a new app, install it, and remember a password and login (if their device even supports it). And, of course, telehealth sessions aren’t paperwork-free. You need to find ways to take or consult notes during sessions, then write and bill for your virtual sessions.
That’s why we recommend using a telehealth platform fully integrated within your EHR. For example, TheraNest lets you start sessions from your agenda screen, and you can send a secure link to clients. No download, username, or password. Some EHRs will also automatically populate the place and code of service when starting sessions via telehealth. Using the right telehealth platform can make your telehealth sessions more secure and efficient.
2. Insufficient Technology Preparation
One of the mistakes providers make is failing to adequately prepare their technology for telehealth sessions. Some common technology-related challenges include poor internet connection, incompatible video conferencing platforms, and inadequate equipment like cameras or microphones. To prevent these issues, you should invest in high-speed internet, ensure your equipment is up to date, and choose a reliable and user-friendly telehealth platform. Don’t forget to check the requirements for the platform, and make sure your IT safety tools don’t prevent you from using telehealth. Before sessions, check that your microphone and camera work properly. We all keep our computers on for weeks to avoid losing our million open tabs, but a reboot can solve a lot of problems.
3. Inadequate Communication Skills
Effective communication is crucial in any therapeutic setting, and telehealth is no exception. However, the lack of physical presence and non-verbal cues can make communication challenging in virtual sessions. Providers may unintentionally interrupt or talk over clients, fail to validate their emotions, or struggle to establish a comfortable and empathetic atmosphere. To solve these issues, you must actively listen, encourage clients to express themselves fully, and regularly check for understanding. Don’t hesitate to check in with client: are they comfortable with the session? Is there something you could do for them if the lack of non-verbal cues bothers them? If you’re not sure about something the client says or does during a session because of a lack of cues, ask.
4. Privacy and Confidentiality Breaches
Maintaining privacy and confidentiality is of utmost importance in mental and behavioral healthcare. Providers sometimes overlook the potential privacy risks associated with telehealth, such as clients inadvertently revealing personal information during virtual sessions or unauthorized individuals gaining access to private conversations. To prevent breaches, providers should choose HIPAA-compliant video conferencing platforms, advise clients to have a private and secure space for sessions, and establish clear protocols for handling sensitive information. For example, you should not conduct sessions in public (like coffee shops or libraries) or in an open office where other people can hear you (yes, even with headphones).
5. Limited Therapeutic Techniques
Providers may mistakenly assume that the same therapeutic techniques used in face-to-face sessions will seamlessly translate to telehealth. However, different modalities require adjusting and adapting therapeutic approaches to suit the virtual environment. Providers should familiarize themselves with evidence-based telehealth interventions and tailor their techniques accordingly. Incorporating resources like virtual whiteboards, online interactive activities, and worksheets can enhance the effectiveness of telehealth sessions. This is especially important for couple or group counseling, where managing multiple people virtually can get challenging. Some participants may be distracted or not participating as much, so you need to make sure to promote participation and keep everyone engaged.
6. Inadequate Client Assessments
Conducting comprehensive client assessments is critical for accurate diagnosis and treatment planning. However, the lack of physical presence may make it challenging for providers to assess certain non-verbal cues and holistic aspects of clients. Providers must develop alternative strategies to gather a comprehensive understanding of their clients’ mental health and well-being. Using validated digital assessment tools, carefully observing facial expressions, and paying close attention to verbal cues can help compensate for the limitations of telehealth assessments.
7. Lack of Boundaries
Technology can help us feel closer and more comfortable with each other. Maybe a little too comfortable. If you’re not using a dedicated telehealth platform, some clients may feel tempted to reach out on apps they use for messaging and talking to other people. You’re human, and you need time off, which is difficult when some people keep texting or video chatting on WhatsApp.
Another problem some therapists have found is that clients may try to multi-task during virtual sessions. That’s a big no-no. Set clear rules to make sure your clients aren’t driving or running errands during sessions; telehealth should not make the sessions any less important, so it’s important to have your clients be focused throughout. Younger clients may try opening games or other apps during sessions are well, so you need some strategies to keep them engaged.
Telehealth has opened up new possibilities in mental and behavioral health care, allowing providers to reach and support a broader client base. However, providers need to be aware of the potential mistakes that can occur in telehealth sessions to ensure the best possible care for clients. By proactively addressing common challenges, mental and behavioral health providers can effectively navigate the telehealth landscape and continue to provide excellent care to those in need.
TheraNest offers a flexible and reliable telehealth platform that includes a waiting room, up to 20 participants and helps you bill and document faster and better after virtual sessions. See what else TheraNest can do in a free 21-day trial. And don’t worry, when we say “free”, we mean it – we won’t ask for your credit card number unless you decide to subscribe.
